Changes at City Hall

Changes at City Hall

Don’t expect to see or hear about what happened at City Hall Tuesday morning.  Personnel changes are not discussed, period.

The changes you can expect to see is the manner in which citizens are treated by our staff.  Tuesday afternoon I told the front office staff what I expected when John and Jane came through the front door or called on the phone.

First, when we have a visitor, we can expect that City Hall Staff will recognize the visitor with “Hello, I am Larry. How may I help you?” They will extend their hand offering a hand shake.

When you call, you will get a greeting “good morning (or afternoon), City of Concordia, (we don’t say “City Hall” any more. What City Hall is this?)  This is Larry, How may I help you?”  I shared this concept at the Department Head staff meeting today too.  I expect all of us to respond in the same fashion in person and on the phone.

Two simple greetings intended to tell folks we are here to help.

City Hall is on loan to us by the community so that we can help them with things they need.  There are very capable people waiting to help and I am pleased how they are taking to the new steps.

Tuesday night, I read another Blog I enjoy, Manager Tools (http://www.manager-tools.com/).  The third article down, also posted Tuesday, was a piece describing customer service.  It seems that Mark Horstman and I were on the same frequency.  I recommend reading his material AND listening to his pod casts.